Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being.

To serve Singaporeans, HPB engages its customers via online and offline touchpoints such as outreach through the different settings including workplaces, schools, community, health screening / school health and dental services. HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, and conduct roadshows in support of specific programmes.

This role primarily focuses on spearheading the Plain Language Guide development and implementation, a key initiative to enhance communication clarity across customer touchpoints. The position holder will also drive critical system enhancements and process improvements for the contact centre operations, while managing departmental budgets and resources. Success in this role requires strong project management capabilities, stakeholder management skills, and the ability to drive multiple concurrent initiatives.

Responsibilities

Plain Language & Knowledge Management 
•    Lead the end-to-end development and implementation of the Plain Language Guide, ensuring adherence to project timelines and quality standards
•    Coordinate with stakeholders to gather requirements, manage acceptance of user testing results and content strategy review
•    Facilitate project meetings and maintain detailed documentation of discussions, decisions and action items
•    Drive project execution including schedule management, progress tracking and risk mitigation
•    Oversee Knowledge Article implementation into Self Service Portal, coordinate content updates, and implement regular audits to ensure adherence to Plain Language guidelines, including ongoing refresher training to support staff are skilled on writing plainly

System Enhancement & Process Improvement 
•    Lead comprehensive requirement gathering with stakeholders to identify system improvement opportunities and ensure alignment with business objectives in the Tech Enabled Contact Centre roadmap
•    Support UAT and maintain system documentation, process documentations, including tracking of success performance reports and user guides for new implementations of systems
•    Plan, prioritise and support implementation of system enhancements, coordinating across technical teams and vendors
•    Manage training initiatives including knowledge base updates, agent training and refresher sessions to ensure high adoption rate of changes to system and workflow changes due to new implementations such as GenAI solutions, sentiment analysis, case management

Project Budget Management 
•    Develop and maintain comprehensive budget tracking systems, including regular financial reviews and vendor billing verification
 

Requirements
Qualifications and Experience:

• Relevant qualifications in Business Administration, Management, Communications, or Information Technology or equivalent.
• 5+ years of experience in contact centre management, with a proven track record of improving operational efficiency and service delivery
• Strong background in requirement gathering, system enhancement planning, and project management for contact centre technologies and workflow improvements.
• Experience in developing and maintaining training programmes, knowledge bases, and documentation for contact centre staff.
• Experience in budget management, financial reporting, and vendor relationship management within a contact centre environment.
• Track record of interacting with multiple stakeholders, including internal departments, technical teams, and external vendors to implement system changes and ensure alignment with business objectives.

Skills Requirements:

• Strong interpersonal skills and ability to build relationships across departments.
• Team player with ability to multi-task and succeed in a fast-paced matrix environment.
• Ability to effectively manage teams, coordinate with various stakeholders, and clearly convey complex information.
• Skilled at identifying issues, developing innovative solutions, and implementing improvements across various aspects of contact centre operations.
• Meticulous attention to detail, particularly when dealing with system testing and budget tracking.
• Able to navigate changing priorities, handle pressure, and maintain effectiveness in a dynamic contact centre environment.
• Committed to enhancing customer experience and maintaining high service standards, with empathy for both staff and customers.
• Excellent communication skills, effective in communicating to various audiences.

Established in 2001, the Health Promotion Board’s (HPB) vision is to build a nation of healthy people. We aim to empower residents in Singapore to attain optimal health, increase the quality and years of healthy life, and prevent illnesses, disability and premature death. To achieve this, HPB drives national health promotion and disease prevention programmes, spearheads health education initiatives and creates a supportive environment in Singapore where healthy lifestyle options are available and accessible for healthy living every day.